Hybrid Customer Service Specialist II, White Label

divh2Job Title/h2pCustomer Service Specialist II (White Label)/ph3Job Description/h3pCome join our amazing team and work a hybrid schedule!/ppThe Customer Service Specialist II (White Label) will be responsible for providing excellent customer service by answering a large volume of incoming calls and third party inquiries regarding existing real estate mortgage loans primarily handling inbound calls and outbound calls to borrowers due for current month. Resolve customer issues as quickly as possible while providing accurate and timely information within company policies and all applicable regulations. Perform all duties in accordance with the companys policies and procedures, investor guidelines, all US state and federal laws and regulations, wherein the company operates./ppThe Customer Service Specialist II level is the intermediate level role in the job family. This role applies advanced problem-solving skills to resolve more complex issues efficiently and escalates the most complex calls to the appropriate department or leadership as needed. The pay for this position is $23.50 per hour + monthly incentive. An additional $1.50 per hour can be added, if you are bilingual English/Spanish./ph3Job Responsibilities/h3ulliAnswer incoming calls, via an Automated Call Distribution system (ACD), from borrowers and third parties with inquiries about existing mortgage loans./liliDeliver accurate and timely information to callers in a courteous and professional manner, with first-call resolution in most situations and in compliance with all applicable regulations./liliRefer highly complex or complicated calls to qualified team member./liliPerform necessary steps to provide call resolution which may include setup and routing of process tasks, email or phone contact with supporting departments./liliDirect mortgage lending inquiries to the appropriate lending division of the designated White Label client, ensuring seamless customer experience./liliTrack, follow-up and complete customer call backs to ensure inquiry resolution./liliCollect payments whenever necessary and appropriate./liliDocument call details, such as nature of call, customer comments, follow-up dates, etc., in White Label system./liliPerform other duties as assigned./li/ulh3Qualifications/h3ulliHigh school diploma or equivalent work experience./liliOne (1) to three (3) years customer service/call center experience in a high volume telephone contact environment./liliKnowledge of Fair Debt Collection Practices Act required./liliKnowledge of relevant and industry-specific computer software packages preferred./liliBasic negotiation skills./liliAbility to understand problems and to collaborate and explore alternative solutions./liliAbility to make decisions that have moderate impact on the immediate work unit./liliAbility to organize thoughts and ideas into understandable terminology./liliAbility to add, subtract, multiply, and divide and to record, balance, and check results for accuracy./liliAbility to express or exchange ideas by means of the spoken word, communicating orally with others accurately, audibly, and quickly./li/ulh3Our Company/h3pCarrington Mortgage Services is part of The Carrington Companies, which provide integrated, full-lifecycle mortgage loan servicing assistance to borrowers and investors, delivering exceptional customer care and programs that support borrowers and their homeownership experience. We hope youll consider joining our growing team of uniquely talented professionals as we transform residential real estate. To read more visit: We Offer/h3ulliComprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed./liliAccess to several fitness, restaurant, retail (and more!) discounts through our employee portal./liliCustomized training programs to help you advance your career./liliEmployee referral bonuses so youll get paid to help Carrington and Vylla grow./liliEducational Reimbursement./liliCarrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates. For more information about Carrington Charitable Foundation, and the organizations and programs, it supports through specific fundraising efforts, please visit: carringtoncf.org./li/ulpNotice to all applicants: Carrington does not do interviews or make offers via text or chat./ph3Job Info/h3ulliJob Identification 3871/liliJob Category Customer Service/Support/liliLocations 6200 Tennyson Pkwy, Plano, TX, 75024, US (Hybrid)/li/ul/div